Summary
Most patient complaints about healthcare professionals are related to issues of communication, not clinical competency. Patient-centered communication minimizes complaints and benefits everyone. For the patient, it boosts self-confidence, motivation, and a positive view of their provider and their health status. For the healthcare provider, it increases job satisfaction. For the healthcare facility it prevents negative reviews and lost revenue (and more importantly, it improves or even saves lives).
Carol Kivler is a mental health advocate with a passion for raising awareness, removing stigma, and instilling hope in those who suffer from mental illness. A Certified Speaking Professional with an MS in Human Resource Education, Carol has authored four books. As an international corporate trainer and executive coach, as well as a consumer who has lived with clinical depression for over 20 years, Carol brings a unique perspective to this subject matter.
Effective provider-patient communication involves 3 goals: building trust, exchanging information through interaction and including patients in decisions. In this program, you will learn about the “Ask-Tell-Ask” approach, created by the UCSF Center for Excellence vs the “Tell-Tell-Tell” approach where doctors direct patients and do not include them in discussions and decision making.
Communication skills can be learned and improved. Carol provides the tools to promote a provider-patient partnership, resulting in an increase in patient trust as well as the potential for recovery.
Objective
To educate mental health professionals about the “Ask-Tell-Ask” approach, a collaborative patient-centered communication method that fosters a participatory relationship between doctor and patient.
Presentation Highlights Include
- Recognize the importance and ramifications of effective communication between mental health professional and the consumer.
- Understand why the “Tell-Tell-Tell” style of communication is ineffective and disliked by the average patient.
- Learn about the highly effective “Ask-Tell-Ask” approach to collaborative communication.
- Discover the skills necessary to maintain this method of patient-centered communication.